[Remote] Phone System Administrator

Note: The job is a remote job and is open to candidates in USA. Sequium Asset Solutions, LLC is looking for a Phone System Administrator to manage their TCN cloud-based contact center platform. The role involves administering the platform, managing telephony services, and ensuring system reliability and compliance while collaborating with various teams.ResponsibilitiesAdminister and maintain the TCN contact center platformConfigure inbound and outbound calling campaignsManage skills, queues, routing rules, IVRs, and call flowsProvision and deprovision users, roles, and permissionsMaintain system settings, business hours, and dialing configurationsEnsure platform configurations align with operational and compliance requirementsManage DID numbers, caller ID configurations, and SIP connectionsCoordinate telecommunications changes and carrier-related activitiesMonitor call quality and troubleshoot telephony issuesSupport call recording, retention, and retrieval processesDevelop and maintain operational reports and dashboardsMonitor KPIs such as call volume, abandonment rates, agent productivity, and campaign performanceProvide data extracts and reporting support to business stakeholdersAssist leadership with trend analysis and operational recommendationsServe as Tier 2/3 support for TCN-related issuesInvestigate and resolve platform, telephony, and integration issuesCoordinate escalations with TCN support and third-party vendorsDocument incidents, root causes, and corrective actionsSupport integrations between TCN and CRM, workforce management, payment processing, and other business applicationsAssist with API-based integrations and data synchronization processesParticipate in system upgrades, testing, and deployment activitiesIdentify opportunities for process automation and efficiency improvementsEnsure adherence to TCPA, FDCPA, HIPAA, PCI-DSS, and company security policies as applicableManage user access reviews and audit requirementsSupport disaster recovery and business continuity planningMaintain system documentation and standard operating proceduresSkillsBachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience3+ years of contact center platform administration experienceExperience administering TCN or similar cloud contact center platformsStrong understanding of VoIP, SIP, IVR, ACD, and call routing conceptsExperience with reporting tools and data analysisKnowledge of CRM integrations and API functionalityStrong troubleshooting and problem-solving skillsExcellent communication and documentation skillsExperience with TCN platform administrationExperience in collections, customer service, healthcare, or BPO environmentsKnowledge of workforce management systemsSQL reporting experiencePower BI Visualization and ReportingExperience with cloud-based telephony platforms and contact center technologiesITIL or contact center technology certificationsCompany OverviewSequium Asset Solutions, LLC is the most technologically advanced Accounts Receivable Management company in the industry. It was founded in 2016, and is headquartered in Marietta, Georgia, USA, with a workforce of 51-200 employees. Its website is http://www.sequium.com/.